GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.

Our commitment

Independent research methodology

Our researchers use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.

Learn more

Verified user reviews

GetApp maintains a proprietary database of millions of in-depth, verified user reviews across thousands of products in hundreds of software categories. Our data scientists apply advanced modeling techniques to identify key insights about products based on those reviews. We may also share aggregated ratings and select excerpts from those reviews throughout our site.

Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

Learn more

How GetApp ensures transparency

GetApp lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. GetApp is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website.

Learn more

Cherwell Service Management vs ServiceNow Customer Service Management Comparison (2026)

Add to Compare

Compare similar apps

Freshservice

4.5

Zendesk Suite

4.4

Zoho Desk

4.5

Good recommendations?

Cherwell Service Management

ServiceNow Customer Service Management

Overview

Cherwell Service Management is a web-based IT service management system with codeless architecture, ITIL-verified processes, SIAM & MSI functionality, and more

ServiceNow CSM enables companies to deliver exceptional customer service, automate and streamline operations to reduce the cost to serve. It enhances agent productivity, reduces response times, and delivers personalized customer experiences, resulting in increased satisfaction and loyalty.

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Video & Screenshots

No videos yet

Pricing

Starting from

189

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

No pricing info

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.3

166

Value for money

Ease of use

Features

Customer support

79%

would recommend this app

4.4

153

Value for money

Ease of use

Features

Customer support

72%

would recommend this app

Pros

“This feature has been extremely helpful, especially when managing normal, and emergency changes to any of the IT systems in my organization.”

Nneka O.

Epic Technical Analyst

“A software tool to use for issues with your computer, system outages, request for IT hardware or software, etc.”

Jennifer P.

Sr. Auditor

“User, I query Cherwell for specific condition tickets, reporting.”

Cosmin C.

Senior IT Auditor

Pros

“It isn’t a one-size-fits-all solution—rather, it provides a wide range of capabilities that can be configured to match how a team actually works. Whether it’s case management, automation, self-service portals, or integration with other systems, you can tailor it to support specific workflows instead of forcing your processes to change.”

Gerrol C.

Client Operations Supervisor

“The platform offers a strong set of features that support a wide range of customer service needs, and its flexibility allows it to adapt well to different operational requirements. Once everything is set up properly, it becomes a powerful tool for managing cases, improving workflows, and enhancing the overall customer experience. While there can be some complexity during setup and configuration, the benefits tend to outweigh the challenges.”

Gerrol C.

Client Operations Supervisor

“It helped keep information organized, made it easier to track issues, and improved overall workflow efficiency.”

Bhawna D.

Technical support

Cons

“We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it.”

Amit B.

System Developer

“Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.)”

Stuart C.

Applications Administrator

“Do yourself a favor and buy something else.”

Crystal T.

Systems Analyst

Cons

“Overall, the heavy reliance on complex conditional setup can create a steep learning curve and require significant effort before the system starts delivering its full value.”

Gerrol C.

Client Operations Supervisor

“Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket”